The Power of Silver Service® Can Recruit Great Technicians

“My first experience with Arnold Machinery was not as an associate, but as a customer. I moved to Arizona from Michigan in July 2023. I took a job at a local farm equipment dealership. While employed there, I was working on a hay squeeze with a repurposed Hyster mast. The unit had no model or serial number, so when it came time to order parts, I had very little information to go on.

I contacted the Phoenix West parts department and gave them the only information I had on the old load rollers. Sal and Robin went to work researching the rollers but had no success identifying them. At this point, most dealerships would have given up, or simply told me the parts were not available, or given me the standard ‘no serial number, no parts’ excuse.

This is when I experienced Silver Service® first hand and learned that Arnold Machinery was no ordinary dealership. The parts department continued to work on identifying the load rollers and kept me informed throughout the process. At one point, they even sent out a service technician to try to identify the mast. After several inquiries, the load rollers were identified and the bearings were ordered. Once the bearings were identified, the parts department was able to send me diagrams of the mast so I could order the remaining parts. Their determination left a great impression on me and resulted in several thousand dollars in repair parts sold.

Throughout this experience, I realized that the company I was working for was not in line with the morals and values instilled in me by my grandfather and father. With the Silver Service® actions taken and the focused determination to find answers to my questions, I found a company where I would be allowed to take my career to a new level. I applied soon after this experience and in March of this year, was honored to be hired at Arnold Machinery as a service technician.”

Randy Patterson, Phoenix West Field Technician